IT Manager

We are seeking an experienced IT Support Supervisor to lead our IT application support team and ensure that Georgia Department of Transportation's (GDOT) IT enterprise applications are operating effectively and efficiently. The successful candidate will be responsible for supervising, guiding, and /or instructing the day-to-day operations of the IT support team in a help desk environment which includes direct customer contact for issues of a highly technical nature. Ensures stated service and efficiency goals are met. The support team is responsible for a variety of custom applications and commercial off-the-shelf products supporting the business functions.

• Local candidates only as they may be required to be onsite throughout the week.
  
  

Responsibilities

Working from home, lead and manage a team of IT support specialists, application administrators, and support

developers by providing guidance, support, and training as needed.

Monitor and analyze the performance of the IT support team, ensuring that support requests are handled

efficiently and effectively.

Develop and implement IT policies, procedures, and best practices to ensure that our IT enterprise

applications are supportable and maintainable.

Ensure that customer SLAs are met on a daily, monthly basis

Evaluate and recommend software solutions to improve the ability to support GDOT's IT enterprise

applications.

Work with other teams and offices to ensure that the IT support team is providing the necessary support to

meet the needs of GDOT.

Coordinate and/or troubleshoot technical issues and provide guidance to the IT support team in resolving

complex technical problems.

Interviews and hires qualified individuals to fill open roles within the department

Generates daily, weekly, and monthly reports requested by both internal and external clients

Develops and mentors employees to a high level of competency

Handles issues of a highly technical nature, and challenging calls from clients

Assist in the identification, development and documentation of required relevant policies

Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness

of the function and process. Continually monitor KPI performance and identify opportunities for improvement

Monitors staff performance and schedule adherence to improve efficiencies and/or identify training

opportunities, and to ensure proper coverage

Remains current on internal procedures and external client requirements